Bilingual Spanish Service Desk Analyst

Bilingual Spanish Service Desk Analyst
IT Support & Service Desk Charlottetown , Prince Edward Island 10433 Oct 1, 2026

At Buchanan Technologies, our Service Desk Analysts are the first point of contact for customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences.

This bilingual role requires professional working proficiency in both Spanish and English
, with the ability to confidently communicate with and provide technical support to customers in both languages.

This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued.

Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.

Deliver friendly, professional, and empathetic support to end users in both Spanish and English

Create positive customer experiences during every interaction

Communicate technical information in a clear, easy-to-understand manner

Manage customer expectations and follow through on commitments

Maintain a high level of customer satisfaction and professionalism

Troubleshoot hardware, software, password, access, email, printing, and connectivity issues

Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications

Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents

Perform account administration tasks including password resets and user access requests

Escalate complex issues to specialized support teams when appropriate

Accurately document incidents, service requests, troubleshooting activities, and resolutions

Maintain detailed and professional ticket records within the IT Service Management platform

Meet service level objectives for response times, quality, and customer satisfaction

Contribute to knowledge articles and continuous improvement initiatives

Work effectively with colleagues, leadership, and support teams across multiple locations

Participate in training, coaching, and skill development activities

Share knowledge and best practices with team members

Support organizational initiatives focused on quality, automation, and service excellence

We are looking for people who:

Enjoy helping others

Have a positive and professional attitude

Are naturally curious and enjoy solving problems

Communicate clearly and confidently

Remain calm under pressure

Take ownership of issues and follow them through to resolution

Thrive in a fast-paced environment

Experience with some of the following is helpful but not required:

Microsoft Windows 10/11

Microsoft 365

Active Directory / Entra

Outlook and Exchange Online

VPN and remote access tools

Printers and peripheral devices

Mobile device support (iOS and Android)

Basic networking concepts (DNS, DHCP, TCP/IP, Wi-Fi)

Professional working proficiency in both Spanish and English, including verbal and written communication

High School Diploma or equivalent

Strong customer service and communication skills

Basic computer proficiency

Ability to type and document information accurately while speaking with customers

Ability to work independently and within a team environment

Previous customer service, call center, retail, hospitality, or technical…